ReSurface Inc

Date: Wed, Dec 2, at 1:PMSubject: complaint #***To: *** *** Complaint #***The homeowner contacted us to reseal their driveway We set up an appointment and told her that all cars must be off the driveway the day we
seal She agreed, however when we arrived to do the work there was a car parked on the driveway Our office staff called and she told us to "seal around it" At some point after the seal coating was completed the homeowner called back to complain about streaking in the driveway We sent a company rep out to inspect the driveway and determined that the streaking was coming from the unsealed portion of the drivewaty, the area under the car, and that it was NOT a warranty issue We had also sent a crew back to touch up the unsealed portion of the driveway At no cost The homeowner at some point after that complained again and asked for a refund I feel that we went above and beyond what we were contracted to do by returning to touch up their driveway at no cost Our price to seal a driveway is based upon one mobilization We had also offered to reseal the entire driveway at a discounted price but she refused I believe that we provided the service that we were contracted to do and there is no reason to refund the cost of the seal coating.If the homeowner would like us to reseal her driveway in the spring we would do it at a discounted price of $That is about 30% off the price that we sealed the driveway for Matthew P***Resurface, inc.*** *** **Manassas, VA 20109Office: ###-###-####Fax: ###-###-####

Multiple complaints regarding customer service and delivery of service regarding our driveway sealing1.Original date of service scheduled for June 11thWe specifically picked this week because we would be out of town and we don't have street parking or a parking padWe went in with our neighbors
to get the 10% discount offeredMy husband *** was contacted on June 12th (while out of town) and asked if the services were provided, which we were unable to confirmMy husband was told later in the day that the driveway wasn't sealed because "ran out of sealant", and services couldn't be rescheduled until June 19th This is true, on occasion we run out of sealer because some driveways take more sealer than others By the time this happens it is late in the day and there would not be enough time to return to the sealer plant in Manassas, re-fill our tanks and return to Stafford The office is generally closed by this time as well, so we contact the customers the next day My husband was upset and asked for discount, an additional 10% was offered Not true The additional discount was offered on Monday the 22nd 3.We returned home, and bill for services at full price was found at our door (even though not performed)Our neighbor then told us that the company came at the end of the day and suspects they ran out of time to do our driveway, not out of sealant As I previously stated, our crew ran out of sealer The reason the bill was left was because that is the first thing the crew does when they arrive at a houseThey knock on the door and place the bill there They must have discovered they were low on sealer after that and decided not to do the driveway 5.My husband was contacted to confirm June 19th and asked why we were receiving a discount because there was no record of a neighbor getting there driveway sealedMy husband informed them the whole scenerio thus far, and of the 10% neighbor discount, This is correct. PLUS the 10% inconveince discount that was promised This is incorrect The additional discount was offered on Monday June 4.Due to rain (understandable), we were notified that June 19th was cancelledA new date wasn't given Not true *** *** did confirm that he knew his appointment was moved to Saturday June 20th when he spoke with Jennifer on Monday June 22nd My husband and I went away for the weekend and came back Sunday the 21stOur driveway had been resealed on Saturday (our front gate let us know they had come in the afternoon, hours before a severe thunderstorm that had been forecasted hit)According to our truck gps system our crew arrived at 2:and left at 2: This should have left enough time for the sealer to dry The driveway sealant had washed away significantly, and we got the bill for only 10%, not 20% of discountAgain, the additional 10% wasn't offered until Monday June 22nd after *** *** called in to complain about the sealer washing away We have pictures which show this, as well as sealant which splashed all over frame of our garage doorMy husband contacted company, asked to cancel services completely, and was told this was not an option We told *** *** that we would correct any damage that the sealer caused and that we would reseal the driveway but that they would have to pay for the original service My husband was told someone would come next day to clean up mess on 6/23, this never happened This is also not true James, our seal coating manager, spoke with *** *** on Monday June 22nd and told him that we contract the repair/repainting to an outside company and that we would get a date from them to do the repairs On Thursday June 25th James confirmed that the repainting would be done on Saturday June 27th *** was also informed on the 22nd that the new seal date would be July 1st I'm not really sure why they filed a complaint We thought that we had addressed all the issues

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: ***I am rejecting this response because: I admited that there were a few cracks in the driveway before the treatment, but that was the reason we ordered the sealing. But, there were even more cracks after the treatment. I have pictures but do not know how to send them. I did not expect more cracks after the driveway was sealed. I am appalled at the company manager's accusation that I was rude and the insinuation that I used profanity! Furthermore, he never offered to have someone come to my home and inspect the work, although I did ask. But, I did not insist that someone come the day of the sealing. To make matters worse, after three days of not using our driveway, I finally drove on it and parked my car. When I moved my car, patches of the "newly applied" sealant came away with the front tiresI have pictures of that too. The fact that this business has had complaints in a 3-year period for the same issue is testiment to the type of work the company provides. Again, I should not have to pay for shoddy work, when the advertising says we would get better service. And again, perhaps this company should review it's advertising practices, because we did not receive sealant to our driveway that looked like the pictures in the brochure, quite the opposite. If they want to send a representative to our home to look at the treatment that was done on our driveway, we welcome that. In fact, we would have welcomed it, had we been asked in the beginning. In my opinion, any professional driveway sealer could look at it and know it wasn't done properly I request Resurface, Inc, not charge us for this work until a representative from their company actually inspects the work done on our driveway. Thank you.Regards,*** ***

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I am rejecting this response because: The existing concrete driveway was cracked and damaged by the paving equipment, the company did repair the damage however in doing so left "white stains" over ten feet long from the concrete saw which is unsightly and cannot be removed
Regards,
*** ***

We paved [redacted] driveway on 10/19/16.  In doing so a small piece of 30 year old concrete cracked.  This is damage that is not covered a under our warranty, it is excluded in our terms and conditions that [redacted] signed.  However, Resurface did repair the damage at no...

charge in good faith on 10/25/16.  We have been in contact with [redacted] several times after his driveway was paved.  His last email was on Monday November 14th.  James was out of the office Monday and Tuesday, so he responded Wednesday morning.  His statement that we have not contacted him is simply not true.  Resurface will not be returning to [redacted] driveway to make any additional repairs.  Please read the terms and conditions of our contract.  Thank you,Matthew P[redacted]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

Read the terms and conditions that you signed.  I already did more than I was required to.

Your response to our complaint is disappointing. There are many inaccuracies in your responses. This whole experience with your company has been awful. At 1:09pm today (6/25/15), James contacted my husband (after the Revdex.com complaint was received) to tell us that someone from Resurface would come out this Saturday to clean up the garage door issue. This was the first time coming on Saturday was ever mentioned, as James told my husband on Monday (6/22/15) that he would try to get someone out that day, otherwise on Tuesday to clean up-which didn't happen. At 1:32pm, I was contacted and was threatened "If you don't remove your complaint from Revdex.com, we won't come back to clean and fix the damage or re-seal the driveway" and stated that he didn't care how many times I complained to the Revdex.com, the issue wouldn't be resolved until I removed the complaint.
Again, to resolve the issue we want clean up (which James has now said will happen Saturday) and the seal-coating to be redone asap. We will resolve the complaint when the services are provided.

It is true that we did not schedule a utility locate for [redacted]'s driveway, it was an oversight on our part.  We apologized that we had to reschedule.  It was at that time [redacted] told us that he made a $1000 a day and...

that we owed him that because he took the day off.  [redacted] knew that we do not require him to be present during our work so we denied his request.  This is the first time that we heard anything about his siding being damaged.  In the terms and conditions that [redacted] signed there is a clause about damage to adjacent structures.  Item 6b.  
Our crews make every attempt to not damage any property.  Upon completion of [redacted]'s driveway he was told that he needed to back fill along the edge of his driveway to help stabilize it.  This was never done.  That is why his driveway is cracking.  I will repair the cracking but [redacted] will need to back fill the edge when we are done.  As a gesture of good faith, I will seal coat [redacted]'s driveway in the 2016 season at no charge.  I hope that this will resolve the issue.  
Thank you,
Matthew P[redacted]

It is true that we did not schedule a utility locate for [redacted]'s driveway, it was an oversight on our part.  We apologized that we had to reschedule.  It was at that time [redacted] told us that he made a $1000 a day and that we owed him that because he took the day off.  [redacted] knew...

that we do not require him to be present during our work so we denied his request.  This is the first time that we heard anything about his siding being damaged.  In the terms and conditions that [redacted] signed there is a clause about damage to adjacent structures.  Item 6b.  Our crews make every attempt to not damage any property.  Upon completion of [redacted]'s driveway he was told that he needed to back fill along the edge of his driveway to help stabilize it.  This was never done.  That is why his driveway is cracking.  I will repair the cracking but [redacted] will need to back fill the edge when we are done.  As a gesture of good faith, I will seal coat [redacted]'s driveway in the 2016 season at no charge.  I hope that this will resolve the issue.  Thank you,Matthew P[redacted]

[redacted] call to complain about what she said was a "terrible job" on her driveway.  She told us that our sealer cracked her driveway.  Of course this is not true.  Applying sealer to asphalt does not cause the asphalt to crack.  We tried to explain that...

when we clean and seal a driveway sometimes the existing high line cracks become more visible.  She disagreed.  She then became very rude and told us that she knew what had happened and we did not.  We tried again to explain but she insisted that she was right and we were wrong.   She insisted that we send someone out to inspect the job today and we told her that we could not.  
We did tell her that within the next 48 hours we would come by to check it out.   We tried to be as nice as possible to [redacted] but she made it very difficult.  I have told all my employees that if a customer becomes very rude or uses profanities that they are to say "good bye" hang up on them and that's what we did.  If she would have been nicer to our staff there might have been a different outcome.  The bottom line is that our sealer did not crack her driveway.  She is still responsible for payment and if payment is not received shortly her account will be turned over to collections.  
If you have any further questions please feel free to call our office at ###-###-####.

[As stated in my complaint from the very beginning, weather was not the issue at all. It is disappointing that instead of apologizing for the multiple issues, we are accused of lying instead. Cleanup of our garage door has yet to be done. No one came on the 27th or called to reschedule. Very disappointing.
]
 Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]

First, I did not threaten anyone.  My words are being twisted.  I don't want to have any further contact with this homeowner.  We will fix the damage, reseal the driveway, bill her for the services provided and discount her bill by 20%.  She has been removed from our mailing list and will not be contacted again by Resurface after these issues have been corrected.  I'm sorry that she has had an awful experience with our company.  We do our very best but occasionally have issues due to weather.  This will be my last response to this complaint.  I do not see the point in going back and forth when we have already said that we will fix the issues.  Thank you

I did tell [redacted] to let the driveway sit till the end of November to see if any other cracks appear.  I would still like to wait a bit longer.  I have extended his warranty till January 2017.I WILL repair the cracks in his driveway as I told him earlier.  Thank you,Matthew P[redacted]

For years I have used the random driveway sealing company to showed up to my door peddling their goods. Unfortunately last years seal left a sour taste in my mouth as the contractor used way too much sand in the mixture and the seal did not make it through the winter. Set out to find a reputable company that had a good track record. Paid a little bit more (about $100). I have a 600 foot driveway so the cost was justified. ReSurface in did a top quality job and was definately worth the cost. High quality work, no watered down mixture or over sand. Would definately be willing to serve as a reference for this company!!

Multiple complaints regarding customer service and delivery of service regarding our driveway sealing. 1.Original date of service scheduled for June 11th. We specifically picked this week because we would be out of town and we don't...

have street parking or a parking pad. We went in with our neighbors to get the 10% discount offered.2. My husband [redacted] was contacted on June 12th (while out of town) and asked if the services were provided, which we were unable to confirm. My husband was told later in the day that the driveway wasn't sealed because "ran out of sealant", and services couldn't be rescheduled until June 19th.  This is true, on occasion we run out of sealer because some driveways take more sealer than others.  By the time this happens it is late in the day and there would not be enough time to return to the sealer plant in Manassas, re-fill our tanks and return to Stafford.  The office is generally closed by this time as well, so we contact the customers the next day.   My husband was upset and asked for discount, an additional 10% was offered.  Not true.  The additional discount was offered on Monday the 22nd.  3.We returned home, and bill for services at full price was found at our door (even though not performed). Our neighbor then told us that the company came at the end of the day and suspects they ran out of time to do our driveway, not out of sealant.  As I previously stated, our crew ran out of sealer.  The reason the bill was left was because that is the first thing the crew does when they arrive at a house. They knock on the door and place the bill there.    They must have discovered they were low on sealer after that and decided not to do the driveway.   5.My husband was contacted to confirm June 19th and asked why we were receiving a discount because there was no record of a neighbor getting there driveway sealed. My husband informed them the whole scenerio thus far, and of the 10% neighbor discount, This is correct. PLUS the 10% inconveince discount that was promised.  This is incorrect.  The additional discount was offered on Monday June 22.  4.Due to rain (understandable), we were notified that June 19th was cancelled. A new date wasn't given.  Not true.  [redacted] did confirm that he knew his appointment was moved to Saturday June 20th when he spoke with Jennifer on Monday June 22nd.   My husband and I went away for the weekend and came back Sunday the 21st. Our driveway had been resealed on Saturday (our front gate let us know they had come in the afternoon, hours before a severe thunderstorm that had been forecasted hit). According to our truck gps system our crew arrived at 2:02 and left at 2:26.  This should have left enough time for the sealer to dry.  The driveway sealant had washed away significantly, and we got the bill for only 10%, not 20% of discount. Again, the additional 10% wasn't offered until Monday June 22nd after [redacted] called in to complain about the sealer washing away.   We have pictures which show this, as well as sealant which splashed all over frame of our garage door. 5. My husband contacted company, asked to cancel services completely, and was told this was not an option.  We told [redacted] that we would correct any damage that the sealer caused and that we would reseal the driveway but that they would have to pay for the original service.  My husband was told someone would come next day to clean up mess on 6/23, this never happened.  This is also not true.  James, our seal coating manager, spoke with [redacted] on Monday June 22nd and told him that we contract the repair/repainting to an outside company and that we would get a date from them to do the repairs.  On Thursday June 25th James confirmed that the repainting would be done on Saturday June 27th.  [redacted] was also informed on the 22nd that the new seal date would be July 1st.  I'm not really sure why they filed a complaint.  We thought that we had addressed all the issues.

This company did NOT live up to its word. I called to schedule to have my driveway resurfaced, which I share with my neighbor because we live in townhouses. The lady that I spoke with told me that the total cost for my neighbor and I would be $69. She said that she looked up my address on Google and said that it was considered one driveway. When the workers arrived they called back to the company and informed me that we each would have to pay $69. The man I talked to this time tried to explain that they considered our shared driveway two separate driveways. I told him that this was not what I agreed to and asked if they were going to honor the agreement that I made with the lady I originally talked to. He said no so I hung up. I consider that dishonorable.

Date: Thu, Jul 21, 2016 at 12:44 PMSubject: RE: [redacted] Complaint ([redacted])To: [redacted] <[redacted]@myRevdex.com.org>The homeowner is correct, my employee James was not as responsive as he should have been.  James was suspended for two days over this incident.  It was brought to my...

attention around 4:00 on May 27th.  I scheduled the repair for the next day.  I spoke with the homeowner once the repair was completed and was told that he was very pleased with the repair and that he would withdraw his complaint with the Revdex.com.  For his troubles we gave him a free sealcoating.  On our end this matter is solved.Matthew PResurface, inc.

Date: Wed, Dec 2, 2015 at 1:01 PMSubject: complaint #[redacted]To: [redacted] <[redacted]@myRevdex.com.org>Complaint #[redacted]The homeowner contacted us to reseal their driveway.  We set up an appointment and told her that all cars must be off the driveway the day we seal.  She agreed, however...

when we arrived to do the work there was a car parked on the driveway.  Our office staff called and she told us to "seal around it".  At some point after the seal coating was completed the homeowner called back to complain about streaking in the driveway.  We sent a company rep out to inspect the driveway and determined that the streaking was coming from the unsealed portion of the drivewaty, the area under the car, and that it was NOT a warranty issue.  We had also sent a crew back to touch up the unsealed portion of the driveway.  At no cost.  The homeowner at some point after that complained again and asked for a refund.  I feel that we went above and beyond what we were contracted to do by returning to touch up their driveway at no cost.  Our price to seal a driveway is based upon one mobilization.  We had also offered to reseal the entire driveway at a discounted price but she refused.  I believe that we provided the service that we were contracted to do and there is no reason to refund the cost of the seal coating.If the homeowner would like us to reseal her driveway in the spring we would do it at a discounted price of $150. That is about 30% off the price that we sealed the driveway for.  Matthew P[redacted]Resurface, inc.[redacted]Manassas, VA 20109Office: ###-###-####Fax:    ###-###-####

This company did NOT live up to its word. I called to schedule to have my driveway resurfaced, which I share with my neighbor because we live in townhouses. The lady that I spoke with told me that the total cost for my neighbor and I would be $69. She said that she looked up my address on Google and said that it was considered one driveway. When the workers arrived they called back to the company and informed me that we each would have to pay $69. The man I talked to this time tried to explain that they considered our shared driveway two separate driveways. I told him that this was not what I agreed to and asked if they were going to honor the agreement that I made with the lady I originally talked to. He said no so I hung up. I consider that dishonorable.